Misha Njeri Madsen — Operations Associate

With several years of experience in customer facing roles, I have built the ability to provide outstanding service, increasing customer engagement, and and build strong customer relationships. I have a passion to help people and businesses be successful and get the most value out of a product or service. I am empathetic and solution-oriented when supporting customers, and I enjoy coordinating tasks, working in multi-cultural settings and collaborating with employees at all levels of an organization. I thrive in different tasks to deliver value, and I am not afraid to throw myself into new things or taking on different challenges. My colleagues say that I have a positive personality, great energy and that I am responsible and good at taking ownership and working in a team to create success. My core strength is my diverse and well-rounded experience include: • Customer onboarding and training • Customer support & service • Coordination and follow-up • Communication and Writing • Problem-solving • Building relations and stakeholder management

Stackforce AI infers this person is a Customer Success and Support Specialist with experience in E-commerce and SaaS industries.

Location: Copenhagen, Capital Region, Denmark

Experience: 16 yrs 9 mos

Skills

Customer Service
Client Relations
Social Media
Project Management
Customer Support
Customer Success

Career Highlights

Proven track record in customer success and support.
Strong interpersonal skills in multi-cultural environments.
Expertise in onboarding and training customers effectively.

Work Experience

Tolkdanmark ApS

Freelance Translator (8 mos)

SIND - Landsforeningen for psykisk sundhed

Projektkonsulent (1 yr 3 mos)

TM Strategy

Communication & Administration Coordinator (1 yr 10 mos)

FRANCK & FISCHER

Customer, Sales & Marketing Support (4 yrs 7 mos)

Scanomat A/S

Social Media Coordinator (7 mos)

QUERCUS GROUP

Project Manager - Business Development & Communication (2 yrs 1 mo)

XYONMAP INTERNATIONAL - GPS SOLUTIONS

Marketing Coordinator (Intern) (3 mos)

Maternity Leave

Maternity Leave (9 mos)

Wooloo Productions

Customer Support (Student Assistant) (6 mos)

MyC4

Partner Success Manager (2 yrs 3 mos)

Standard Chartered Bank Kenya

Customer Service Representative (1 yr 3 mos)

Monier 2000 Limited

Sales Coordinator (10 mos)

AIESEC Ghana & Kenya

Marketing & External Relations Manager (11 mos)

Kenya Markets Trust

Project Assistant (11 mos)

Education

Master of Science at Copenhagen Business School

Bachelor of Business Management at Moi University

Misha Njeri Madsen

Operations Associate

Copenhagen, Capital Region, Denmark16 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven track record in customer success and support.
Strong interpersonal skills in multi-cultural environments.
Expertise in onboarding and training customers effectively.

Stackforce AI infers this person is a Customer Success and Support Specialist with experience in E-commerce and SaaS industries.

Contact

Skills

Core Skills

Customer ServiceClient RelationsSocial MediaProject ManagementCustomer SupportCustomer Success

Other Skills

Coordination SkillsSolution-orientedInterpersonal SkillsEnglishProblem SolvingCustomer Relationship Management (CRM)Phone EtiquetteE-commerce managementTime ManagementOnboardingCustomer AdvocacySoftware as a Service (SaaS)Post-Sales SupportOnline SupportClient Services

About

Experience

16 yrs 9 mos

Total Experience

1 yr 4 mos

Average Tenure

1 yr 10 mos

Current Experience

Tolkdanmark aps

Freelance Translator

Aug 2025 – Present · 8 mos

I help ensure people to communicate and understand each other, despite the language challenge. I translate conversations from Danish - English and Danish-Swahili in daycares, kindegartens, schools meetings and doctor appointments.

Sind - landsforeningen for psykisk sundhed

Projektkonsulent

Jan 2025 – Present · 1 yr 3 mos

Support projects on mental health with the partner in Kenya
Draft project proposals together with the partner and ensuring donor requirements are met
Setting up the budget and tracking implementation to ensure the project is on track
Assist with the project evaluation and coming up with recommendations

Tm strategy

Communication & Administration Coordinator

Jun 2024 – Present · 1 yr 10 mos · Copenhagen, Capital Region of Denmark, Denmark · Hybrid

Create and maintain the website ensuring it is up-to-date, visually appealing, and communicates the brand
Create and publish content on Linkedin
Research and identify events to attend that align with business objectives
Administration and day-to-day operations tasks

Franck & fischer

Customer, Sales & Marketing Support

Aug 2019 – Mar 2024 · 4 yrs 7 mos · Copenhagen Area, Capital Region, Denmark

Customer support and service through social media, email & telephone
Support to distributors, agents and stores with social media content, product photos & information, collaborating with them and their influencers
Product management on webshop and other marketplace platforms where we sell products in Europe and Asia
E-commerce management and optimizing the webshop for better customer shopping experience
Communication - newsletter, social media content, Trustpilot reviews
Creating content to increase online visibility - social media, digital marketing
Reporting on performance, key metrics and adopting improvement measures
Supporting Sales Manager with administrative tasks
Product and brand management on different marketplace platforms where we sell our products

Customer ServiceClient RelationsCoordination SkillsSocial MediaSolution-orientedInterpersonal Skills+4

Scanomat a/s

Social Media Coordinator

Aug 2018 – Mar 2019 · 7 mos · Copenhagen Area, Denmark

Planning and creating social media content for Scandinavia offices
Measuring, analyzing and preparing reports on performance
Updating website and drafting blogs, case studies and newsletter
Managing communication with followers, customers, and potential customers
Creating email marketing campaigns

Social MediaCoordination SkillsEnglishSolution-orientedInterpersonal Skills

Quercus group

Project Manager - Business Development & Communication

Jan 2016 – Feb 2018 · 2 yrs 1 mo · Copenhagen Area, Denmark

Liaising and coordinating Kenya-Denmark business delegations
Support with planning the business delegations in Denmark
Drafting concepts notes, project proposal and reports
Executing projects within agreed budget and timeframe to achieve expected deliverables
Managing and maintaining relationships with the clients and other stakeholders
Facilitating workshops and seminars
Supporting Kenya Country Manager in communicating content for the Kenya office

Time ManagementCoordination SkillsClient RelationsSolution-orientedInterpersonal SkillsProblem Solving+2

Xyonmap international - gps solutions

Marketing Coordinator (Intern)

May 2015 – Aug 2015 · 3 mos · Copenhagen Area, Denmark

Support in developing and improving the website content and testing it
Drafting a social media plan and creating content for LinkedIn and Facebook profiles
Drafting the product sheets, case studies and marketing materials
Coordinating the production of marketing materials with the printing company

Coordination SkillsSolution-orientedInterpersonal Skills

Maternity leave

Maternity Leave

Jul 2014 – Apr 2015 · 9 mos · Copenhagen, Capital Region, Denmark

Wooloo productions

Customer Support (Student Assistant)

Jan 2012 – Jul 2012 · 6 mos · Copenhagen Area, Denmark

Supporting clients through the onboarding process
Providing customer support, drafting & updating guides
Collecting customer feedback to improve customer support and process
Cross-selling and up-selling value adding products to the artists
Drafting performance reports

OnboardingCustomer SupportCustomer AdvocacySoftware as a Service (SaaS)Client RelationsEnglish+3

Myc4

Partner Success Manager

Oct 2008 – Jan 2011 · 2 yrs 3 mos · Kenya and Denmark

Onboarding new partners on the platform
Providing customer support and online platform-usage support
Engaging with partners to support them in maximize their success on the platform
Onboarding process analysis and doing quality assurance
Reporting bugs to the Development Team and testing new features
Acting as the main point of contact for partners, building and maintaining relationships with them
Worked with the Customer Success Team to draft training manuals, guides and other resources

Customer SuccessOnboardingCustomer SupportSoftware as a Service (SaaS)Customer AdvocacyCoordination Skills+6

Standard chartered bank kenya

Customer Service Representative

Jun 2007 – Sep 2008 · 1 yr 3 mos · Nairobi

Advising customers on banking products and offers
Processing account services and following-up on customer applications and ensuring timely delivery
Support in applying KYC guidelines and processing customer aapplications
Collecting Customer-feedback to improve banking processes
Handling customer enquiries and complaints
Keeping Inventory of credit cards, debit cards and cheque books

Customer ServiceClient RelationsSolution-orientedCoordination SkillsInterpersonal SkillsProblem Solving+2